really frustrated
Currently have a complaint open because of issues when moving home. Now to add to it, the broadband won’t reach my office properly. Did a scan on the app and it said I would benefit from a booster, requested to order it and it gave me an error. Tried ringing them and it says it’s going to spend 10 minutes testing my wifi. Live chat has failed me on security because I don’t know my memorable word, they’ve sent me a link to reset it but despite my new memorable word hitting the criteria, I get the message that it’s failed to update and I need to try again later. Log into the app and it says my broadband account is closed, no sign of my new account anywhere. It feels like I’m banging my head against a wall. Now need to wait 3-5 working days to receive a letter with my memorable world, in the meantime I can’t work from home in my office and I have no access to my new account on the app.Set up date to move broadband and landlord has refused installation of line
Dear Sir/Madam, As the title suggests, I am in the process of moving my virgin media broadband to another home, which requires a line to be brought in, and the landlord has refused to allow this to happen. I don't know why this is the case or the reason. I am at a loss what to do, if I cannot get the line in I'll need to cut the contract early, but I cannot face the early termination fee (12 months remaining). Please could I ask for urgent help from someone from Virgin media to discuss how I can resolve this. She's adamant it is not going to happen, and it's stressing me out to no end. Can I seek help to avoid the termination fee if the landlord will not allow it? I can't afford this on top of the entire move Please if you have any way to help I would be incredibly grateful Best wishes KyleMoving house but issue with VM address checking?
Hi, I'm hoping to take my Virgin Media broadband to my new home, but I'm getting the message that "Virgin Media isn’t available at this address". However, the flat is a first-floor conversion in a two-floor house, and VM is available for the downstairs flat as well as both flats in the adjoining houses. So, it seems VM should be available at my new flat, location-wise. Is this a mistake, or is there another reason why it might not be available?Moving to a new build not shown in postcode finder
I am moving to a new build estate in a month. I am having a VM broadband contract which I want to carry over to the new house. The developer informed me that VM has the infrastructure already set up in the development estate but my address is not available in the postcode finder. Please advise me on how to secure a seamless transition of broadband service. Thanks.Moving home - Contract issue
Hi, I have been a customer with Virgin Media for around 9 years and I was paying for my services "out of contract" meaning I had already paid the minimum term. I recently bought a home and wanted to move my services to my new address, I requested that my services do not change and I just want to move them to the new address. After some back and forth I finally managed to do so - including paying the final bill at my old address and subsequently being double billed at my new address. This didn't bother me too much as I was just glad to have moved the services. I have noticed a huge drop in my internet speed at the new address and decided I wanted to switch provider as paying £69.90 a month for less than 30Mb/s seemed extortionate. Before doing so, I looked at the email I was sent when I moved houses and noticed that it is actually under contract again with a minimum term of 18 months - Is this just my old contract or will I have to pay an for an early disconnection fee of 15 months? Summary Customer for 9 years, paying for services "out of contract" (past the minimum term) Moved houses, requesting no changes to my package Internet speed is worse so wanted to switch provider Checked email I was sent after moving houses to see that I have a minimum term againAddress missing from database
I've moved to a new property that doesn't appear on the address checker when using the moving home wizard. The flat number is missing despite all the others within the building being serviceable. VM phone support and the form for unlisted addresses has not warranted any solutions as of yet. It's been three weeks now and I'm still without broadband and TV despite the ONT being below my window 😞Moved home and no internet for four days
Hi everyone! First post and I'm at my wit's end. We moved home on 22 November (Wednesday) and took the Hub 3 with us. Plugged it in at the new property, activated and solid white light but no internet connection. Spoke to customer service on that evening who booked an engineer for Friday. The engineer tested the signal (all OK) and replaced the router. As we live in an area with poor mobile coverage, he couldn't do what he needed to do (?) but did speak to some colleagues and generally looked to move things along. Anyway, sat here on Saturday evening still with no internet. I spoke to customer service on Friday evening ("matter being passed to engineering team") and this evening ("looks like a problem with the external cables") and have now explained my issue four times to four different people and received four different explanations. So, I have a new Hub 3 with a solid white light but no internet connection. I exchanged some messages with the engineer who says "HIT errors are raised on the account" and hopefully it will be sorted soon. I don't know what to do. I don't understand why I am being asked to provide the same information each time I call and why there isn't some sort of chain of accountability for solving my problem. Ended up cancelling my contract but it will take until 11 December to get any other broadband installed so at the moment I am stuck on a 4G router with 1Mbps download speed for a family of 6. Any suggestions appreciated including what magic words might get them to solve it. Robin